Not too thrilled with WL honeymoon

Your exactly right Denise, I've work customer service for 15+ years. some times 1 letter might not make a difference but if Disney starts get 100's of letters about poor mousekeeping, they know they have an issue.
OP get to typing. It doesn't have to be fancy, just the facts and your disappointment.


I think we often let Disney slide because they get things right more often than not. But if I went to any other hotel, and had that kind of service - I would expect a refund of 1 night at a minimum (for sleeping in a dirty room). That said, her trip is over - and I would at least write a letter, to let them know. There are hundreds of people reading it here, but Disney should be told directly.
 
Im suprised that they didnt have any room at all for you to move to...I mean not even a suite??

At the very least, they should have credited you back 100% of the first night. Thats just yucky!
 
yuck! That really sucks that you got a nasty room on your honeymoon. There is no excuse for this. Be sure to write into mangagement if you haven't already. I have never had a problem at WL but I guess it happens everywhere. Glad the rest of your stay got better.
 
We stayed at the Poly a three years ago. After registering, when we went to our room, the carpet was soaking wet due to a leak. They wanted to send construction workers to come and fix it. We said sure as we were going out to dinner. They didnt come till the next day. Then when it was agreed they couldnt fix it, they wanted us to spend the next couple of hours moving to another resort. As we were only on that visit for a short stay before a cruise we really didnt want to spend the time moving. We eventually opted to move to another room down the hall. We were not all that impressed with the place but did get a room credit. Can happen anywhere. Hopefully I used up my lifetime quota of bad hotels.
 

We had a bad stay at a Value a few years ago. I know a Value can't compare to Delux, but I paid for it with my hard earned money. There were white streaks running down the front of the bureau. Looked like baby formula. After a few days, I cleaned it off my self. A bandaid stuck to the floor of the bathroom, took a few days for that to be cleaned up. The safe was broken, a hole in the wall and the phone didn't work. Now, I could deal with all this, until our last night. The little one says "what's this" and had grabbed an old peice of chocolate from under the bed into her mouth before I could get it. It was so old it was white. The next morning I stopped at the desk to make a complaint. I waited so long, I gave up. It was our last day and I felt our time was a little more valueable then standing in line. When we got home, I wrote a letter to make sure they were aware of an issue.

A few weeks later I had a message that someone from corporate was going to call me. A few weeks after that, Rachel from Corporate called me and we had a nice long friendly chat about the room. She thanked me very much, appreciated me letting them know. End of story. I was content with the outcome. I just wanted to make sure the problem was addressed.

A couple of months later, on one of the boards, someone was raving how this Rachel gave them free one day passes because she complained the the Characters were not dressed up in holiday attire at Xmas. Wait? Isn't a dirty filthy room more an issue then Minnie Mouse wearing a Xmas dress? So I wrote back and said I wanted to make sure my complaint was indeed addressed. That I was concerned that I just got lip service after hearing of the above story. I wanted nothing, I was asking for nothing, other then to be assured that my complaint had indeed been taken seriously and addressed appriopately.

A few weeks after that, I find a message on my answering machine, again from this Rachel, saying that action was taken on my complaint. That she handled everything by Disney's book and I really should have had the problem addressed at the front desk while I was there. And she just knew that my next visit would be magical.

I can't believe after that, I still wanted to return to Disney. But at that point, I had already "promised" the little one that we were going back. I wonder if I stayed at Deluxe, if my issue would have been handled differently?
 
Sally -

Next time, you should ask for a new room as soon as you find the problem. I'd not clean anything that looked like it was liquid, that could be bodily fluids for all I know. The room should have been cleaned properly in the interim - but if I walked in, saw that the safe was broken, a hole in the wall, a white streak - I'd call and have it taken care of immediately. I did that when I stayed at the Pop last year - there was a loud "drip" coming from above (in another room). It wasn't leaking into my room, but it wasn't a normal noise. I called them right away.

It is much harder for them to help you after the fact, it's best to speak up at the time of the trip.
 
I just returned from a 4 night stay at WL May 20-24. I have to tell you, our stay did not start out very magical, although they did rectify the situation in the end.
It was our honeymoon. I had booked a courtyard view (the only rooms available using the discount that was released) so I requested a high floor so we wouldn't be right in front of the pool. I know requests are only requests, but they ended up putting us on the first floor, right next to the pool. I was a little disappointed when he gave me the room number, but I knew I might not get what I requested, so I didn't complain. I was just surprised since we checked in around 5pm, not the middle of the night when maybe the better rooms were already assigned. When we walked into the room, something didn't look right, although I couldn't put my finger on what it was. I had never stayed there before, so I had to take everything in. My husband started to put some things in the bathroom and commented that the counters weren't quite clean (a lot of water stains). Then I put my things down on the bed and noticed a lump under the quilt. I apprehensively lifted it up and found a dirty undershirt in a ball. It was then that I realized that the reason the room didn't look quite right was because it wasn't cleaned by housekeeping. The previous occupants must have been nice enough to pull the bedspread on, and stick the pillows underneath, but it hadn't been touched by anyone else. We immediately called the front desk and asked for a new room. They said they didn't have any available until the next day but they'd send someone down. A man came, used a plastic bag as gloves to pick up the undershirt, and then STRAIGHTENED OUT THE BEDSPREAD. He was about to leave when we stopped him and asked if he was going to change the linens at least. He looked surprised that we asked this! He wouldn't touch the shirt with his bare hands but was surprised that we didn't want to sleep there??? He said he'd call someone from housekeeping to take care of it. We left and went to MK for dinner reservations. We came back at 12:30am and nothing had been done! We called the front desk AGAIN and they sent a different guy down to change the sheets. He wasn't housekeeping either though, probably a maintenance man, and it took him a half hour to change the sheets. Then when I was in the bathroom I started to look closer at everything and saw that the floor had hair on it and the toilet wasn't clean. Things you don't really want to be thinking about on your honeymoon, y'know? We called the front desk yet again and asked them what other options we had. They said the only thing we could do was check out in the morning and check in again to get a better room. So, we gave up and stayed in the dirty room the first night of our honeymoon. In the morning we couldn't open the blackout shades because there were people right outside the room at the pool, and once we did open them to sit out on the patio for a few minutes, we found that we couldn't go out there because there was a tarp across the whole thing and people were right above us painting. When my husband went to make a pot of coffee he picked up the coffee package and it was empty! Then he looked closer at the pot and even though it was rinsed it had obviously not been cleaned since its last use. I was extremely disappointed at the amount of problems we were faced with on a day that was supposed to be perfect.
In the end we were given a wonderful room on the 6th floor with an unobstructed view of the courtyard and the lake beyond, and we had a wonderful time for our remaining stay. But this wasn't anything I hadn't already paid for, it's not like they were doing us any favors. They credited us 50% of the rate for the first night, which I thought should have been a 100% credit, but I really didn't want to battle them.
I wouldn't let this experience stop me from staying there again, because I know it wasn't an intentional thing to give us a dirty room, but I think they could have done a lot more to accommodate us on that first night. I didn't care about having a premium view at that point, I just didn't want to sleep in a dirty bed and wanted to be able to walk into the bathroom without feeling the need to put shoes on. The first time we called the front desk we told them we would be at MK for a few hours and they had more than enough time to send housekeeping in to clean the room. I couldn't believe it wasn't done when we came back almost 6 hours later!


Thats just gross :confused3 hope we dont have this bad of experience when we stay at the AKL in less than a month. We once got a smoking room at a offsite hotell by disneyland but it was clean and all we had to do was call the front desk and they gave us a different room :woohoo: but yeah that not as bad as what some of you have experienced and it disney we are talking about not a motel 6
 
OK, OK, I'll write a letter!!! :rotfl:

Honestly, judging from a lot of posts I've read around here, I doubt anything will come of it after the fact, but you're all right, I should voice the complaint in writing.

That story about the value room made me want to throw up! :scared1:
 
Sally -

Next time, you should ask for a new room as soon as you find the problem. I'd not clean anything that looked like it was liquid, that could be bodily fluids for all I know. The room should have been cleaned properly in the interim - but if I walked in, saw that the safe was broken, a hole in the wall, a white streak - I'd call and have it taken care of immediately. I did that when I stayed at the Pop last year - there was a loud "drip" coming from above (in another room). It wasn't leaking into my room, but it wasn't a normal noise. I called them right away.

It is much harder for them to help you after the fact, it's best to speak up at the time of the trip.


It just wasn't that big of a deal, until the last night. The rooms were older and it showed. I couldn't call, becuase the phone didn't work. After the last night, I looked at the whole picture, it made a difference. Belive me, no matter how small the problem, I'll be heading down to the desk to complain now.
 
I'm sorry to hear your bad experience, especially on your honeymoon! I'm surprised that they didn't have another room available?! When we were on the DCL, our first room (inside state room) had some kind of bugs that were biting us. They moved us into a Verandah room. I thought they always had some rooms tucked away for emergencies.

I'm glad the rest of your trip worked out.

Congrats on your marriage!
 
That is absolutely unaccepable. I can't believe that the sent a maintenance man up to just take the t-shirt away. That was suppose to make a difference? :confused: I also couldn't imagine using a bathroom after some stranger had been using it. There is no way they should have kept you in that room. You were a lot more patient than I would have been. I admire you for not letting it ruin your vacation. :thumbsup2
 
We've had sort of hit or miss experiences with regard to WL's mousekeeping. I love the resort, but I just don't understand why this part of it isn't better. Maybe because the resort is so popular that the housekeeping issues aren't keeping people away? I don't know.
 
I've found that with Disney you sometimes have to come out and flat out ask for what you want. Years ago on a college vacation trip I was staying at POFQ with a friend and had our neighbors keep us up all night making the largest racket. I called and complained several times (at about 2 in the morning) and they did nothing. I didn't want to cause a stink so I let it drop.

In 2003 a week before I was set to leave on a vacation with my parents they called to tell us the FQ was closing at the end of the week and they were going to move us to either CB or CS. My parents were crushed so I called guest services myself and nicely, but firmly told them I was ticked off, and told them I wanted something better. They ended up upgrading us to the Deluxe hotel of our choice, for about $120 a night. (Less than what we had been going to pay for the moderate.)

I think unless you are really demanding they will try to give you the runaround. (Complaining loudly at the front desk couldn't hurt either!) No one should have to stay in a dirty room like that, especially on their honeymoon. The unhygenicness of it is just awful!
 
I just finished my epic letter. What do you guys think is the most effective place to send it?
 
Congrats on your marriage - I think I would write a letter to someone higher up if you can find out who that it. They owe you something better.
 
Honestly, the trip where I don't find things in the room from previous guests is the odd one. Over the years, I've found...

Beach Club - diamond ring in safe
BWI - half eaten cookie and half-open bag of popcorn behind throw pillow on daybed.
OKW - a guys day-timer with money, credit cards, checkbook, computer disks and a t-shirt. Turns out he'd been calling and housekeeping said they went and checked the room and it wasn't there. :sad2:
Contemporary - child's toy
Poly - a baby CD, swim goggles, a toy and some crackers
Wilderness Lodge - dead lizard on floor - but maybe he died after they cleaned.

I'm quite sure I'm leaving stuff out. Seriously, I'm always finding stuff in the room and can't believe I have such bad luck and others don't. Why me? :)
 
:scared1: :scared1: :scared1:

OMG! That is just terrible! Bad enough for any trip but your HONEYMOON!!! We honeymooned at WL in one of the honeymoon "suites" and took a Christmas trip there last December-we didn't have 1 problem at all...I've never found any "leftovers" :eek: in my WDW resort rooms-ever! I've never found them to be anything but clean. That must have been just awful. I would be soooo shocked! I'm so surprised that they weren't able to put you in a big suite or something-especially since it was your honeymoon!:sad2:
 
I sent a letter to Disney about our poor service and poor room at the GF a few years ago. I detailed the letter with dates, incidents, and names of the rude CMs. I got a call back and although they didn't credit us the room, they did send us passes for our next trip.

I have said this before on these boards. The overall quality of Disney has declined over the years. Aren't they outsourcing alot of jobs now ie Mousekeeping? I remember being shocked a few years ago that the MK was actually dirty...I used to always be impressed about the cleanliness of the parks especially how they accomodate so many guests per day.

My family and I used to joke that the Disney CMs must have a happiness radar attached to them and if they sense the slightest dissatisfaction someone was waiting in the wings to make it right. Now, it's an attitude of sorry you feel that way but we accomodate millions a year and what is one complaint??

I think it's important especially for those of us who have been to Disney multiple times to point out the short comings. Sorry your honeymoon had to start out so frustrating. Hopefully Disney will make it right.
 
I can't hear this right now! *covers ears* LA LA LA LA LA LA
 





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